Frequently Asked Questions

Welcome to our FAQ section—your go-to resource for quick and helpful answers. Here, you’ll find information on everything from our products and orders to shipping and policies.

Still have questions? Don’t worry—our team is ready to assist you.

Order

Can I cancel my order after placing it?

You can cancel your order within 24 hours of placing it. If it has already been dispatched, please follow our return procedure. Full details on our policy are available here.

How can I change my delivery address after placing an order?

Email support@kelsowe.com within 24 hours of placing your order or before the 17:00 cut-off time, Monday to Friday.

Delivery & Shipping

How long does it take to receive my order in the UK?

Orders are processed within 1-3 working days and delivered in 7-10 working days via DHL.

Do I need to pay shipping costs within the United Kingdom?

Shipping is free for all orders within the UK. More information about our payment policy can be found here.

Return & Refund

What is the return window for products?

Orders can be returned within 30 days of receiving them, no explanation needed. Once cancelled, you’ll have another 30 days to complete the return.

Who pays for the return shipping?

Customers are responsible for return shipping costs, unless otherwise specified. More information about our policy can be found here.

Payment

What payment methods do you accept?

We accept Visa, MasterCard, Maestro, and American Express. More information about our policy can be found here.

What should I do if my payment fails?

Check your payment details, ensure sufficient funds, or try another method. If issues persist, contact your bank or email support@kelsowe.com.

Privacy

What personal information do you collect?

We collect name, email, address, phone number, and payment details during checkout and account creation. Payment data is processed securely and not stored on our servers. More information about our policy can be found here.

Can I request deletion of my personal data?

Yes, you can request deletion unless we are legally required to retain certain data. Contact support@kelsowe.com for assistance.

Delivery Issues & Customer Support

What happens if my package is lost or missing?

Contact customer service at support@kelsowe.com immediately. We’ll investigate and offer a replacement or refund if necessary.

What if I’m not home when the courier delivers?

DHL will attempt redelivery or drop the package at a nearby collection point. You will receive instructions for pickup.

Still have questions?

Our support team is just a message away. Feel free to reach out anytime—we’ll be happy to assist you.

Contact

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